Refcheck Customer and Technical Support Consultant

3 months ago

Durban, South Africa LexisNexis Full time

About our Team

LexisNexis Legal & Professional, which serves customers in more than 150 countries with 11,800 employees worldwide, is part of

RELX

, a global provider of information-based analytics and decision tools for professional and business customers. Our company has been a long-time leader in deploying AI and advanced technologies to the legal market to improve productivity and transform the overall business and practice of law, deploying ethical and powerful generative AI solutions with a flexible, multi-model approach that prioritizes using the best model from today’s top model creators for each individual legal use case.

About the Role

As a Customer Service Representative, provide exceptional service by resolving inquiries promptly. Proactively reach out to customers and manage their expectations. Stay updated with technical knowledge to better assist clients.

**Responsibilities**:
Service Delivery
- First call resolution - to effectively resolve customer enquiries on first contact.
- Assistance and facilitation with other elements / areas during periods of overflow as requested by supervisor
- Proactively contact customers to ensure the enquiry has completely fulfilled their needs
- To provide technical support to our subscribers.
- Managing client’s expectations and communication of special requests.
- Escalation of unresolved verifications issues to supervisor
- Feedback to sales reps of related issues/delays
- Stay up to date with Risk Managements relevant product and technical knowledge
- To trouble shoot technical errors and escalate to IT support for further investigation should the need arise
- To identify and suggest improvements to new and existing procedures

SLA Deliverables
- Ensure majority of calls are answered within 20 seconds of entering the queue
- Adhere to scheduled times to maximize availability to the call centre.

Reporting and Administration
- Communicate changes in supplier procedures to line manager
- Identify and feedback to Supervisor on common clients queries and proposed solution.
- Collaboration with colleagues to establish teamwork and to share knowledge.
- To continuously encourage feedback from customers regarding Refcheck products and services so as to identify opportunities for growth in revenue

Competencies:

- Communication skills (verbal/written)
- Time Management skills (punctuality/adherence to schedule)
- Computer skills
- Customer focused
- Well-organised and thorough, even under pressure.
- Target-driven team environment
- Data capture / accuracy
- Attention to detail
- Excellent telephone etiquette
- Self-motivated
- Creative problem solver
- Ability to identify gaps in processes and provide proposals on solutions

**Requirements**:

- Matric
- In possession of a technical qualification
- Computer literacy in MS Office.
- Minimum of 12 months experience in Data capture.
- Knowledge in Excel and outlook (advanced - preferably 12 months working experience)
- Advanced web browser knowledge (Windows Explorer, Chrome, Firefox - preferably 12 months working experience)
- Minimum of 12 months experience in a customer facing environment (outbound call centre)
- High level of accuracy
- High level of professionalism
- Excellent communication skills (verbal/written/listening)

External Interactions:

- Existing customers
- Direct Service providers

Internal Interactions:

- Supervisor /Management team
- Administrative team
- Account Managers
- IT Support

Work in a way that works for you

We promote a healthy work/life balance across the organisation. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.
- Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive

Working for you

We know that your well-being and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:

- Medical Aid
- Retirement Plan inclusive of Risk Benefits (Disability, Critical Illness, Life Cover & Funeral Cover)
- Modern family benefits, including adoption and surrogacy
- Study Leave

About the Business

LexisNexis Legal & Professional® provides legal, regulatory, and business information and analytics that help customers increase their productivity, improve decision-making, achieve better outcomes, and advance the rule of law around the world. As a digital pioneer, the company was the first to bring legal and business information online with its Lexis® and Nexis® services.

LexisNexis, a division of RELX, is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual ori

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